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Be happy every day

Be happy every day

REFUND AND RETURNS POLICY

If you are unsatisfied with your purchase, we will process your return request provided you contact us within 30 days of receiving the item. Requests made after 30 days will not be honored. Please ensure you first contact us by email at service@willowtoy.com.

RETURN CONDITIONS

  • Returns without prior authorization will not be accepted.
  • Items must be returned within 30 days of receipt.
  • All items must be in their original condition (i.e., unused, with original tags attached). Courier packaging is not required to be returned. You will also need the original receipt or proof of purchase.
  • When returning items, customers must use a shipping method that provides tracking information.

  • Please retain the original packaging and provide clear photos showing: the outer box and delivery labels; the condition of the packaging; and close-up photos of the defective/damaged item.

    Carriers typically require photos of the packaging for a successful claim. (Submitting clear evidence can expedite the processing.)

NON-RETURNABLE ITEMS

  • Items damaged or lost due to customer error are non-refundable.

GENERAL RETURN PROCESS

1. Initiate a return

Please email service@willowtoy.com with order number, photos or video of the issue, tracking info and a short description. Our customer service team will determine if your return request is eligible within 3 business days.

2. Ship the item back

If your return is approved, we will send you the return address and instructions on how/where to send your package. (Note: Items returned without authorization will not be accepted.) We recommend using a shipping method with tracking information and signature confirmation, as we are not responsible for lost returns.

3. Process the refund

Once we receive your returned item, we will inspect it within 3–5 business days and then issue a refund.

RETURN CHARGES

  • If the return is due to our error (e.g., incorrect item shipped, product quality issues), we will provide a full refund.
  • If the return is due to the buyer’s reasons (e.g., disliking the item, no longer wanting it, ordering the wrong product/size), the buyer is responsible for return shipping costs.
  • No restocking fees will be charged for returned products.

EXCHANGES

We do not currently offer direct exchanges. If you wish to exchange an item, please return the original item and place a new order. 

REFUNDS

Once your return is received and inspected, we will notify you whether your refund is approved or rejected. If approved, the refund will be processed to your original payment method within 2–3 business days.
If you have not received your refund within this timeframe, please first check your bank account, then contact your bank or credit card provider—refunds may take additional time to appear in your account. If you still have not received your refund after taking these steps, please contact us at service@willowtoy.com.
Please note: We do not refund the original shipping cost.

ORDER CANCELLATIONS

  • We can cancel your order if you contact us promptly after purchase. If your payment has been processed and the parcel has not yet been shipped, you may cancel your order before it is dispatched, and we will issue a full refund.
  • Orders cannot be canceled once the parcel has been shipped.

CONTACT US

  • Email: service@willowtoy.com
  • Address: No. 185, Baoliuzhuang Village, Dushi Town, Mudan District, Heze City, Shandong Province, China
Updated on November 13, 2025
Best Regards